ACCESS POLICY

This guide explains what you need to know about delivery access to help make sure your delivery goes smoothly and arrives on time.

We deliver large and bulky building materials through a network of local suppliers. Because vehicles, drivers, and handling are scheduled in advance, access to your delivery location is essential. Where access issues prevent delivery, charges may apply.

Delivery location and kerbside delivery

All deliveries are made to kerbside only, unless we’ve agreed something different with you in writing before your delivery date.

Drivers are not required to:

  • Carry materials beyond the kerbside
  • Enter buildings, gardens, or sites
  • Move materials upstairs, through properties, or across unsafe ground

If you need delivery beyond the kerbside, let us know in advance. Additional charges may apply.

Vehicle access requirements

Deliveries are typically made using large commercial vehicles, including flatbeds, lorries, or vehicles with tail lifts, and tipper lorries for loose aggregates (such as sand, ballast, or gravel).

Loose aggregates are supplied by tipper lorry and require sufficient overhead clearance to safely tip the load.

You’re responsible for making sure:

  • The delivery address is accessible by a suitably sized vehicle
  • The vehicle can stop safely and legally at or near your address
  • There are no restrictions that would prevent delivery

This includes checking for:

  • Narrow roads or tight turns
  • Low bridges or height restrictions
  • Weight limits
  • Parking restrictions, red routes, or timed access zones
  • Temporary road closures or works
  • Overhead obstructions such as trees, cables, or wires that may prevent safe tipping of loose aggregates

If you’re not sure whether your site is accessible, contact us before your delivery date so we can assess access.

Site safety and delivery conditions

The delivery location must be safe for unloading heavy materials.

Drivers may refuse delivery where unloading would be unsafe, including due to:

  • Uneven or unstable ground
  • Steep gradients
  • Poor visibility
  • Unsafe traffic conditions
  • Insufficient overhead clearance for tipper vehicles
  • Aggressive or abusive behaviour on site

Where delivery can’t be completed for safety reasons, it will be treated as a failed delivery.

Tell us about access issues

It’s your responsibility to let us know about any access issues that may affect delivery.

This is especially important for loose aggregate deliveries, where overhead obstructions such as trees, cables, or wires may prevent the vehicle from tipping.

Provide access information:

  • Before completing checkout, by adding clear delivery notes, or
  • Immediately after checkout, by contacting us directly

This allows us to plan the delivery correctly. If access issues aren’t disclosed at checkout or shortly afterwards, your delivery date may be delayed while we review arrangements.

If you discover access won’t be available on your scheduled delivery day, you must notify us no later than 2pm on the day before delivery.

Being present to accept delivery

You (or someone you’ve authorised) must be present on the agreed delivery day to accept delivery and sign the Proof of Delivery.

If no one is available, or access isn’t possible, the delivery may be unsuccessful and treated as a failed delivery.

If you request unattended delivery in advance, you accept full responsibility for the order once delivery is confirmed, and no chargeback or dispute will be accepted.

Cut-off to avoid failed delivery charges

If access won’t be available on the scheduled delivery day, you must notify us no later than 2pm on the working day before delivery.

Notifications received by this time give us the best chance to rearrange delivery without a failed delivery charge.

If access issues are raised after 2pm on the working day before delivery, the order may already be loaded onto the delivery vehicle. In these circumstances, a failed delivery charge may apply if delivery can’t be completed.

Failed delivery due to access issues

If delivery can’t be completed due to access issues, including:

  • Unsuitable vehicle access
  • Restricted roads or parking
  • Unsafe unloading conditions
  • Insufficient overhead clearance for tipping loose aggregates
  • No one being available to accept delivery

The delivery will be treated as a failed delivery.

A failed delivery charge of ÂŖ50 + VAT or 20% of your order value (whichever is greater) will apply. This charge reflects the real costs incurred for transport and handling and isn’t a penalty.

Changes and cancellations

Requests to change delivery details or cancel an order must be made by 2pm on the working day before your scheduled delivery date.

Requests received after this time may not be possible to accommodate, and failed delivery or return charges may apply.

Getting help before delivery

You can view the latest delivery updates and ETA information on your Order Status Page.

If you’re unsure about access, vehicle size, or delivery arrangements, please contact us as early as possible:

Early communication gives us the best chance to avoid delays and additional charges.

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